Top three performer in client survey for 10 consecutive years
How we do it
A client retention center has played a prominent role in our partnership success. This client area of focus protects and preserves brand, and HGS has played an important role developing processes to support it. For example, in January 2016, the client showed their trust in HGS when they turned to us for a key area of our business—a customer at risk of leaving the brand. HGS responded with a process approach that focused on what we identified as five focus areas:
- Provide customer more than what he or she requests.
- Show the customer he or she matters.
- Surprise and delight the customer.
- Invite the customer to return.
- Don’t tell the customer no. Exceed expectations.
In December 2014, our CSRs were also trained on consumer advocacy. This was a way to interact differently with our consumers. There were five levels of advocacy that we trained on, and they were spread out with two topics covered in December 2014, one in June 2015 and another in November 2015. This training enabled our CSRs to become experts as part of a phased approach to learning other levels, such as handling consumer baggage, frictionless experience, positive tone, alternative positioning, and experience focus, with self-awareness emphasis. In October 2016, our CSRs were further trained on brand advocacy for oral care products and homecare products in June 2018.
HGS has earned status as a top three provider, for 10 years in a row. Our top box ratings cross both consumer and oral pharmaceutical business segments. To maintain this high level of performance and benchmark on success, we employ suggestions on customer interaction average handle time reduction, and training. The client continues to count on us for our signature customer and client focus.